November 17 – 19  |  Live Virtual Experience

Onsite Networking

Roundtable Peer Discussions

A 40-minute, roundtable discussion for senior CX practitioners, hosted by a Forrester expert. Space is limited so reserve your place in advance.
Registration opens on November 7, 2019.

November 14, 2019 | 3:40 PM – 4:20 PM
How To Hardwire CX To Financial Performance
A discussion about how to connect CX to financial performance, featuring examples from multiple industries and offering a practical approach on how to get started. 
Tom Mouhsian, Principal Analyst, Forrester  

November 14, 2019 | 3:40 PM – 4:20 PM
How Are You Doing – Beyond The Program?
CX is not a program: customer centred organisations absorb customer experience principles and practice into everyday decisions and activity, with widespread use of the tools of CX. Their aim is not to need a CX team. How are you doing – beyond the program?
Amanda Brax, Global Council Manager, Forrester & Richard Sheahan, Principal Consultant, Forrester

Women In Leadership Breakfast Session

Empowering Women Leaders In The Workforce
November 15, 2019 | 8:00 AM – 8:50 AM
No pre-registration is required. 

Join us to meet and exchange ideas and career advice while supporting the development and promotion of women across all industries. It’s all about collaboration, contribution and personal growth. This breakfast session will be focused on empowering women leaders in the workforce, however, we encourage anyone to participate.

Laura Koetzle, Vice President, Group Director, Forrester
Kelley Hippler, Chief Sales Officer, Forrester
Margaret Cyphers, 
User Experience & Creative Director, Google
Simone Correll, Global Customer Excellence Program Manager, Allianz

*Please note: This networking Breakfast Session is open to CX Europe Forum attendees and Leadership Board members attending the member meeting onsite at CX Europe only.

Meet & Exchange

Grab a coffee and make connections with like-minded individuals who have similar challenges and/or focus areas.
No pre-registration is required.

Thursday, November 14, 2019

VOICE & CX |  10:30 AM – 11:00 AM
What are the opportunities that voice presented to the experience, and how can companies determine a pilot?
Facilitator: Jennifer Wise, Principal Analyst & Monika Schulze, Head of Customer & Digital Experience, Zurich Insurance  

B2B CX | 12:00 PM – 1:00 PM
Within client accounts, how are you identifying and focusing on different constituencies whose positive experiences are essential to the long-term health of the business relationship?
Facilitators: TJ Keitt, Principal Analyst, Forrester & Hannah Price, Principal Consultant, Forrester  

DESIGN & RESEARCH | 3:40 PM – 4:20 PM
What does it mean to truly understand your customers? How can we innovate our research practices to get to a deeper level of understanding?
Facilitators: Kelly Price, Analyst, Forrester & Gina Bhawalkar, Principal Analyst, Forrester  

Friday, November 15, 2019

SERVICE DESIGN |  10:20 AM – 10:50 AM
Service Design Thinking & Doing: Is there a best way to get started and scale to make an impact on CX and EX?
Facilitators: Karine Cardona-Smits, Senior Analyst, Forrester   

What digital data, analytics and personalization techniques are available today – and why we fail to make a real difference with them.
Facilitators:  James McCormick, Principal Analyst, Forrester  & Salman Sharif, Senior CX Advisor, Forrester Leadership Boards

Experience Room

November 14 – 15, 2019
Registration opens on November 7, 2019

At Forrester, we recognise, as CX leaders you are on a long term transformational journey. Explore Forrester’s new Experience Room and travel through the critical stages of the journey in a way that allows you to reflect on the challenges you have faced, and might face in the future, where you are and where to focus on to accelerate progress.